CYNDIE MAE EJAN

Responsible for overseeing and enhancing the effectiveness of program operations, ensuring seamless execution of contingent workforce management processes. Drives process improvements, and maintaining compliance with client program requirements. Serves as a key liaison between internal teams, recruiters, clients, and candidates, ensuring exceptional service delivery and operational excellence.

Key Responsibilities:

• Supervise, mentor, and support a team of Operations Coordinators, providing guidance on program processes, candidate lifecycle management, and client communication.
• Monitor team performance, ensuring adherence to service level agreements (SLAs) and internal standard operating procedures (SOPs).
• Conduct regular training sessions to improve team efficiency and ensure compliance with evolving client requirements and best practices.
• Address escalations related to requisition fulfillment, candidate onboarding, and assignment management, resolving issues effectively and in a timely manner.
• Collaborate with leadership to allocate resources and optimize workflows to meet program demands.

• Act as a primary liaison between recruiters, candidates, and internal stakeholders to ensure seamless communication throughout the candidate lifecycle.
• Oversee candidate email communication related to interview scheduling, onboarding requirements, start date confirmations, and assignment changes.
• Ensure accuracy in maintaining Vendor Management System (VMS) and Applicant Tracking System (ATS) records, including notifications, confirmations, compliance documentation, and requisition status updates.
• Manage worker assignment changes, including contract extensions, rate adjustments, and assignment terminations, ensuring appropriate documentation and system updates.
• Facilitate communication with Compliance and Onboarding teams to streamline onboarding processes and implement compliance updates.

• Analyze existing workflows and identify areas for operational efficiency and process enhancement.
• Develop and implement strategies to improve turnaround time, candidate experience, and program effectiveness.
• Ensure adherence to client-specific compliance requirements, addressing any gaps proactively.
• Collaborate with Program Leads and Program Managers to enhance program delivery, resolve challenges, and implement industry best practices.
• Conduct audits of ATS and VMS records to ensure accuracy and adherence to client and company standards.

• Maintain strong relationships with client contacts, providing timely updates on requisition status, onboarding progress, and any potential challenges.
• Act as a point of escalation for client concerns, working collaboratively with leadership to develop solutions.
• Coordinate with suppliers and external partners to ensure alignment with client program expectations.
• Participate in supplier calls, client meetings, and internal strategy sessions to provide insights and contribute to process enhancements.

• Oversee the preparation of daily reports and market analytics related to candidate pipeline, requisition fulfillment, and program performance.
• Utilize data insights to support decision-making and recommend operational improvements.
• Maintain detailed documentation of program updates, challenges, and solutions for continuous process refinement.

• Supports the Senior Team Leader to design, implement and manage the customer care operations
• In addition, supports areas such as transport related procurement, supplier relationship management and lead transformation projects to improve overall customer delivery experience
• Main responsibilities of the role include but not limited to:
• People Management
• Training and Development
• Reporting - analyzing trends on certain metrics and KPIs and recommending ways to improve them
• Implementation and adherence to policy and procedures
• Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
• Delegated responsibilities appropriately among team members based on individual strengths for optimal task completion results.

• Client on-boarding
• Client engagement and client retention
• Engage with active clients through emails and calls
• Review and monitor opportunity pipeline and closed opportunities
• Work with Project Managers/Developers ensure to healthy status of projects
• Attend project scoping calls
• Prepare quote documents
• Consult with the production team to get accurate project estimates and timelines
• Follow up open/pending quotations from clients
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.

• Acts as a leader for a group of employees
• Provides regular feedback to employees on quality and production
• Assigns and monitors work, and reviews progress of work with employees, management and key trainers
• Managing day to day functions and workflow
• Resolving quality issues or complaints about service
• Providing guidance for employees in the area
• Performs work associated with the department
• Regular communication to employees on company events, happenings, and business updates etc
• Provides guidance on more complex issues and acts as a resource to answer questions from employees in the department and for questions coming from other departments
• Inspects work performed to ensure that it meets specifications and established standards
• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.

• Manage a team of call center agents
• Be available to affect the entirety of the team's operations
• Manage by walking around
• Be visible to answer questions
• Take calls that your agents can't handle and be available when an agent appears to need assistance
• Monitor queue and track inbound calls
• Keep agents aware of inbound calls, calls waiting, abandonment rate, etc
• Motivate and encourage agents through positive communication through coaching and feedback
• Meet at least once each week with the team
• At a minimum, review the following topics:
• Review the past week's events, including statistics, results and industry news
• Disseminate new product information to the agents
• Discuss a sales theme or point-of-interest topic for the agents
• Introduce new staff members
• Present commendations and awards
• Communicate company information
• Answer questions and comments
• Provide agents with a glimpse of future weeks
• Perform at least one monitoring evaluation with each agent every two weeks
• Spend 30 minutes to one hour monitoring the agent
• Spend 20 to 30 minutes reviewing the agent's performance with the agent by using a formal monitoring checklist
• Keep track of attendance, daily statistics, paid time off, sick time, etc
• Ensure administrative bookkeeping is accurate
• Create and maintain files on each agent in relation to attendance, production, and reviews
• Spend 4hrs per month working on phone time
• Produce performance reviews as established by the CCM (Call Center Manager) and ACCM (Assistant Call Center Manager)
• Managed daily operations, ensuring smooth workflow and timely completion of tasks.
• Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.

• Working exclusively with existing customers, responsible for ensuring customer satisfaction and retaining business
• Following established procedures and guidelines, addresses problems and complaints in a timely manner with the use of GDS tools (Amadeus and Sabre), and suggest solutions and drive positive outcomes
• Assisted in the development of internal training programs, sharing specialized knowledge with peers and improving overall company performance levels.
• Promoted innovation within the organization by introducing new ideas and strategies derived from expert knowledge.